Instead of being authentic, do emotional labor.

Showing your full self is not professional and is wrong. A few exceptions prove that this does not generally work. Our customers require us to be professionals and to play a role by doing the best work possible. We must always do our best work regardless of the day, the customer, or our mood.


  1. Beware of being vulnerable and showing your full self.
    Showing your inner truth can be very dangerous. It’s not professional.

  2. Be professional.
    Play a role, doing the best possible work, regardless of the day, the patient, or the client.

  3. Make change happen by doing emotional labor.
    Emotional labor is the work we do to provide service.


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